Highways complaints

Tell us about a highways issue

Tell us about a highways issue

You will need to use our highways online fault reporting tool if you want to tell us about a problem on a highway such as:

  • potholes
  • flooding and drains
  • manhole covers
  • trees and vegetation
  • pavements and kerbs

Alternatively, you can contact us by telephone or email.

You cannot request an insurance claim form for damage to your vehicle using the highways complaints form. For more information read our guidance on how to make a claim for damage to your vehicle.

You will need to contact your local borough or district council about such highway issues as:

  • household waste/bin collection
  • dog fouling
  • litter/street cleaning
  • fly tipping

How to make a complaint

Please do not use this form if you want to report a problem on the highway or make an insurance claim as it will delay the response time to your enquiry.

You can make a complaint about a highways service you have received from us.

The quickest and easiest way to make a complaint about the services we provide, is to use our online complaint form.

Online complaint form

If you unable to use the form and need to contact us in a different way, then please contact our Customer Relations Team:

  • Address: Customer Relations Team, Surrey County Council, Dakota, 11 De Havilland Drive, Brooklands Industrial Park, Weybridge, Surrey, KT13 0YP
  • Email: county.complaints@surreycc.gov.uk
  • Telephone our contact centre: 03456 009 009 (9am to 5pm, Monday to Friday, excluding bank holidays)


Once reported, we aim to respond to your complaint within 10 working days at the latest. If your complaint takes longer, we will keep you informed of the progress. Please see our complaints procedure for more information.

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